Dev Vara Email & Phone Number

London, England, United Kingdom

In my current role at Cisco, I provide world-class troubleshooting and technical support to a global workforce, specializing in macOS and iOS devices. My ability to multitask seamlessly via chat and phone channels allows me to effectively resolve a wide spectrum of technical challenges, from macOS/iOS upgrades to network connectivity issues and VPN problems. I am an expert in Mobile Device Management (MDM) platforms, including JAMF PRO and Meraki Systems Manager, and offer support for essential applications such as Office 365, Cisco AnyConnect VPN, and Webex. My meticulous record-keeping using ServiceNow has created a valuable knowledge repository, enabling in-depth analysis and future reference. I actively monitor and report on emerging issue trends, contributing to the continuous improvement of support services. As a bridge between end-users and engineering teams, I excel in identifying solutions and elevating complex technical issues, catalyzing robust resolutions.

London, England, United Kingdom

Assisting and empowering the technical support team to resolve software and hardware issues, and relaying critical issues to Apple engineers.Overseeing resource management, anticipating and adjusting daily priorities to maintain customer service excellence.Developing strategies to drive human connection, same day help, and timely repairs with the technical support team.Adapting communication methods to a complex audience with many learning styles.Delivering feedback to the technical support team based on observing customer interactions, repairs, and customer reviews.Regularly analysing metrics using Tableau dashboards to assess and understand performance and provide recommendations for improvement to the senior leadership team.Motivating and managing a diverse cross-functional workforce ensuring full adherence to all KPIs and SLAs, whilst creating a culture of best practice and continuous improvement.Successfully managing customer complaints and queries through to resolution, rebuilding relationships and trust whilst ensuring productive feedback to contribute to continuous improvement within products and services. Supporting the technical support team with training and education.Experienced in de-escalating conflict amongst peers and colleagues.

London, England, United Kingdom

Provided insightful advice and friendly, hands-on technical support to customers in need. Quickly diagnosed Mac related issues on the spot, explaining software and hardware issues with patience and compassion, getting customers up and running again. Multi-tasking with more than one customer, whilst staying conscious of their time demands and fulfilling Apple’s service commitment with style, speed and skill. Earnt the trust of L1, L2 and L3 colleagues as I offered mentorship, knowledge and training.Developed product knowledge and researched required information using all available tools and resources.Used excellent verbal and written communication skills with the ability to tailor communication style for different audiences. Continuously identified provided feedback to Apple on unique customer problems and other issues.

London, England, United Kingdom

Lead and encouraged customer engagement, drove sales and awareness of Apple’s value proposition for businesses, and built loyalty.Maintained efficient and positive customer journey through identifying obstacles, making strategic adjustments, and anticipating potential process changes.Developed strategies to increase access to customers, reduce customer wait times, and meet customer demands.Reviewed and assessed store reporting’s and customer feedback daily and shared this with the senior leadership team to make adjustments. Recognised successes and found opportunities for improvement in key areas.Helped identify training opportunities for team members and partnered with the senior leadership team to suggest plans for skill improvements.Became a role model and mentored others in their sales experience by driving sales, maintaining up-to-date product & service knowledge, and purchasing options - including financing and carrier offers. Informed and aligned with store employees around store performance goals and communications.Addressed time-sensitive employee feedback, questions and concerns and escalated to the senior leadership appropriately.Experienced in de-escalating conflict amongst peers and colleagues.Effectively solved problems and made key decisions using Tableau CRM, experience and judgment.

London, England, United Kingdom

Troubleshooted, diagnosed and performed repairs on iOS devices, Apple TV, Apple Watch, Beats and other small devices and their accompanying software. Used strong social skills to explain to customers where hardware and software issues may have originated from, as a result of having a deep understanding of hardware and software components.Experienced working in a dynamic, face-paced environment to make decisions quickly, under tight deadlines. When faced with technical problems, I empathised and explained solutions in a manner which customers understood. Supported customers in a timely manner and balanced priorities to achieve individual and team productivity goals.

London, England, United Kingdom

As a Technical Specialist I helped new customers get started and existing ones to get quick, efficient support and develop strong, positive relationships with Apple.Maintained composure and customer focus whilst troubleshooting and solving software issues.Used excellent time management skills to take care of customers by giving them advice or a solution on the spot by using knowledge of current Apple technology to help with various Apple products. Personally trained new customers, helping them acquire the basic skills they need to get started on photo, video and music projects. The entire store team benefited from my commitment to providing the best care for customers.

London, England, United Kingdom

- Tasked with pricing merchandise, stocking shelves and taking inventory of supplies, whilst handling all customer relation issues in a gracious manner and in accordance with the company policies.- Responsible for promoting and selling store cards, engaging with a diverse range of customers and consistently achieving KPIs.

London, England, United Kingdom